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Bank Systems & Technology
January 31, 2006
Robert Wollan |
CIOs and the Battle for Consumers To win over customers, banks must understand the kinds of services customers demand.   |
CRM
August 1, 2003
David Myron |
Talk Is Cheap Some industry experts are now suggesting that companies bring customer support back to the telephone. |
CRM
February 11, 2011 |
IVR Technology Group Announces iCAN Post-Call Surveys IVR Technology Group, a provider of intelligent voice response services and solutions, has introduced a feature-rich, post-call survey application that can be coupled with its IVR hosted services platform to provide call centers with easy access to very robust, automated telephony tools. |
CRM
December 2010
Donna Fluss |
Speaking of Solid Payback Optimizing your interactive voice response system may require only a small investment |
CRM
May 1, 2006
Coreen Bailor |
Like a Circle in a Spiral Making your interactive voice response system as user friendly as possible will help increase customer loyalty and keep costs down. |
Bank Technology News
July 2001
David Rountree |
Banks' Embrace Gains Urgency Sure, staff meetings are no fun in a testy economy, but at least "contact" efforts have a pulse... |
CRM
November 2011
Leonard Klie |
IVR Investment Pays Off at Australian Bank Westpac Group installs Holly Connects platform to address customer service woes. |
CRM
October 2012
Donna Fluss |
IVRs Get a Bad Rap There's no excuse for not investing in these systems. |
CRM
March 2007
Ian Jacobs |
Gethuman? Get Real. Arising from consumers' growing hostility toward interactive voice response systems, this new project's standard could work to deepen, not reduce, consumer dissatisfaction. |
CRM
February 2015
Leonard Klie |
The Hidden Sources of Poor Customer Service Interactions should be designed with the customer in mind. |
CRM
September 2014
Leonard Klie |
Call Handling Time Continues to Rise Sales and customer service calls take 16 percent longer today. |
CRM
January 2015
Leonard Klie |
In Customer Service, It's More Efficient to Be Effective Rushing customers off the phone might cut costs, but ignores the potential for greater value. |
Bank Technology News
March 2010
John Adams |
IVRs Get On The Brandwagon Interactive voice response (IVR) systems are increasing in importance as a retention tool in the financial services industry. New systems can be linked to CRM systems, and can move callers and customer data between departments. |
Bank Systems & Technology
May 25, 2006
Peggy Bresnick Kendler |
Perspectives: High-Performance Contact Centers Emerging technologies such as VoIP, voice- driven, self-service systems, and intelligent call routing systems can increase flexibility in the bank contact center, resulting in improvements in agent productivity and enhanced customer satisfaction. |
CIO
July 15, 2005
Alice Dragoon |
CRM Wake-Up Call How to transform your call center from a budget drain into a source of competitive advantage. |
CRM
June 30, 2015 |
IVR Technology Group and Jacada Partner Jacada will offer Visual IVR technology to IVR Technology Group's customers. |
Bank Technology News
July 2005
Shane Kite |
Communications: Automated Talking Gets More Complex Interactive voice messaging-the next step beyond traditional interactive voice response-gives banks a shot at more proactive customer relationship management. But are there options? |
Wall Street & Technology
July 1, 2005
Jim Middlemiss |
CIO Challenge As more and more clients look to conduct transactions via electronic channels, investment management firms are improving their electronic servicing systems. Boosting online search capabilities and integrating call center systems and Web platforms can enhance self-service. |
CRM
July 2003
David Myron |
In Beta: Replaying The Experience Nice Systems knows memory fades with time. That's why Nice introduced Nice Feedback, an IVR survey system that enables contact centers to obtain direct customer feedback immediately after a service call. |
Insurance & Technology
December 23, 2005
Anthony O'Donnell |
Tough Calls Insurance contact centers face a difficult challenge in serving multiple customers, including distributors and policyholders, with very different interests. To maximize satisfaction, carriers must design contact center functionality to fit unique customer needs. |
CRM
October 18, 2004
Coreen Bailor |
It's About People, After All Incorporating the human element into contact center automation. |
Bank Systems & Technology
June 1, 2005
Peggy Bresnick Kendler |
Contact/Call Centers No longer just about back-office servicing, contact and call centers now provide banks with an opportunity to nurture customer relationships. |
CRM
January 2012
Leonard Klie |
Can Mobile and IVR Avoid a Fight? Customer interaction technologies should support one another, not compete. |
Bank Technology News
January 2006
John Adams |
Call Center Service: Looking For A Handle To Reduce 'on Hold' Institutions like Provident Bank are using call routing and data mining technology to reduce inbound call duration and to improve overall service for customers. |
CRM
April 2014
Leonard Klie |
From IVRs to Automated Interactive Customer Contacts Chat, SMS, and virtual agent solutions have a strong future if deployed wisely. |
CRM
March 2004 |
The 2004 Service Leaders--Part I The leading customer service vendors for 2004 |
CIO
June 1, 2006
Susannah Patton |
Answering the Call Everyone's had a bad experience with a call center. But now companies are investing in advanced technologies and at-home agents to connect with customers, not put them on hold. |
CRM
May 1, 2007
Coreen Bailor |
Chatting Up Customers Down Under A telecommunications company combines speech with CTI and increases customer satisfaction, agent efficiency, and self-service adoption as a result. |
CRM
October 1, 2009
Donna Fluss |
Voice Self-Service to the Rescue When live agents can't be had, interactive voice response systems may suffice. |
CRM
April 2015
Leonard Klie |
VoltDelta Is the Right Prescription for Rx Outreach The multichannel cloud contact center solution provides IVR, agent infrastructure, and automated prescription reminders for a mail-order pharmacy. |
CRM
March 2014
David Myron |
Top 3 Customer Service Trends for 2014 This year's hottest customer service trends include social media, cloud technology, and mobile devices. |
CRM
January 2005
Colin Beasty |
6 Secrets to Selecting the Right Contact Center Location Critical for contact center success is a balanced solution that meets the needs of both an organization and its customers. |
CRM
January 1, 2007
Kate Leggett |
The Informed Agent Customers are searching for a good service experience and will pay a premium to be assured of such service. Only when you have a receptive customer base can you be successful at marketing to them. Help drive customer loyalty with sophisticated knowledge retrieval methods. |
CRM
September 2010
Koa Beck |
Call Weighting With ClickFox, Sprint takes an analytical look at its cross-channel customer experience - and saves millions in the process. |
U.S. Banker
January 2008
Figgat et al. |
Making Contact Centers Profitable Forty percent of contact centers today are revenue drivers -- up from zero just ten years ago. What are these institutions doing differently from those that seem stuck in the cost-center model? And what can the latter do to improve? |
CRM
March 2014 |
The 2014 CRM Rising Stars All of these companies add significant value to the customer experience. And, because of this, they have the potential to soar. Congratulations to this year's group of high flyers. |
New Architect
March 2002
Jonathan Eisenzopf |
Updating Your System Is VoiceXML right for your customer service strategy? |
CRM
February 2015
David Myron |
Correct Problems Caused by Outdated Automation Systems 'Personalization should permeate the customer experience at every touch point.' |
CRM
May 2012
Michele Masterson |
Natural Language Understanding Grows Up The bar has been raised for technologies that not only hear, but understand too. |
CRM
December 7, 2012 |
Latin America's Contact Center Market Is Booming Adoption of interactive voice response and agent performance optimization systems is increasing. |
CRM
April 2006 |
The 2006 Service Elite Awards Here's five organizations that reaped the benefits of their contact center and customer service initiative: Washington State Department of Information Services... Charter Communications... Health Net... etc. |
CRM
September 2007
Ian Jacobs |
Across the Universe Contact center managers have begun to examine this idea of the universal agent, agents theoretically capable of handling any contact, via any channel. |
CRM
August 8, 2014
Karnail Jita |
The Missing Piece of the Customer Experience Puzzle Visually enabled IVR picks up where apps and self-service leave off. |
CRM
August 2013
Leonard Klie |
The Five Most Irritating Customer Service Statements Research uncovers the phrases most hated by callers to customer service. |
CRM
April 2011
Leonard Klie |
IVR Personalization: Strike the Right Balance Too much familiarity can repel customers, so IVR designers must take pains to build the right systems. |
CRM
March 2015
Leonard Klie |
The 2015 CRM Service Leaders: Interactive Voice Response While interactive voice response systems were once only used by large companies that received massive amounts of calls, small businesses are now adopting the technology in large numbers as well. |
CRM
May 20, 2011
Tom Topolinski |
Call Centers Beware Social media and smart technologies are here |
CRM
March 2013 |
CRM Service Awards: Service Elite Activision began to explore solutions that would give it the flexibility it needed to service its gamers in the channel of their choice. Last March, the company selected Salesforce.com Service Cloud and was able to roll out the product globally and across three of its contact centers within 90 days. |
CRM
April 2007
Bailor et al. |
The 2007 Service Elite Here are five companies that realized eye-catching returns on their contact center services and technology investments: Juniper Networks, Web-Support Services... Taylor Corporation, Workforce Optimization... etc. |
CRM
November 1, 2006
Coreen Bailor |
Speech Recognition Leads to R&R Fluency Voice Technology helps a travel services company provide its customers with more communication choice. |
